Replacement Parts for Tools, Appliances

House Doctor | Gary Dymski

September 26, 2002

If your power tool or appliance is running with the aid of duct tape, glue or C-clamps, you have a problem. From the looks of your repair effort, that problem appears to be getting a replacement part.

Most major manufacturers of gas and electric power tools and appliances make it easy to get replacement parts. Consumers often can order directly from the company using Web sites or toll-free phone numbers, or they can visit factory-authorized parts and service centers.

But there are horror stories. There are always more than a few consumers, it seems, who can't find a part or get service on a discontinued product - or who think a lost receipt means no proof of warranty.

There are ways to protect your investment and assure your access to parts and warranty service. First, do your research and buy from manufacturers who have reputations for carrying replacement parts even after a product line is discontinued.

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Second, file away purchase receipts and owners manuals, especially on big-ticket items. Record the model number and serial number, register your purchase by returning warranty cards to the company and follow all maintenance procedures.

"We try to carry parts 7 to 10 years after a product is discontinued," says Ernie Swords, a service operations manager for Ryobi Technologies, a manufacturer of power tools.

Other companies, such as DeWalt, which makes contractor-grade power tools, carry replacement parts even longer. Parts for many DeWalt tools can be available for 10 to 25 years after a tool is discontinued, said Bryan McDaniel, a marketing manager with DeWalt Power Tools and company spokesman.

Here are some other tips on parts and service:

Important numbers. Two product identification numbers - the serial number and model number - are crucial to getting the right replacement parts. They can tell the year and week a product was built and can prove a product is still under warranty even if you lose your receipt. The owner's manual usually identifies the location of these numbers.

The numbers can wear away or be hidden because of grime, so write them on operating manuals and instruction booklets. On most purchases, manufacturers provide warranty registration cards that must be mailed in; fill out the cards and make a photocopy for your records before mailing them. More and more, companies allow customers to register product warranties, order parts and get parts lists online.

"One reason for returning warranty cards is recalls," McDaniel said. "If you are a registered owner, we can give you information on your product."

Paperwork. On big-ticket items, especially appliances, manufacturers often publish repair manuals available through the company, often for less than $10 apiece. Also available are parts lists. I have parts lists for each of my appliances; customer service for one appliance company, Whirlpool, faxed me a complete set for my dishwasher so I could place an order. (I kept calling the replacement part a "round thingamajig.")

Also, don't just toss the owner's manual in a drawer somewhere. "Customers should read owner's manuals before operating a tool," says Swords of Ryobi. Technology changes, he says, and consumers might think they know about recharging batteries for cordless tools or tightening a keyless chuck, but there are always new wrinkles.

McDaniel says to follow maintenance guidelines in the manual and to recognize when a tool is not operating normally. "There are often signs a tool is not running properly; it sounds different, or it gets hot," he says. "When that happens, stop running the tool and have it serviced."

File all your paperwork - receipts for purchases and service, owner's and repair manuals and parts lists.

Be persistent. Even if you've lost paper- work, you can track down that part. Use the Internet or search for toll-free phone numbers. I recently needed a small part for two oscillating fans made by Holmes Products, a Massachusetts-based company. We had misplaced the owner's manual, but I had jotted down the model number and serial numbers of the fans. A Google search and a phone call later, a customer service representative for Holmes had my parts in the mail.

A friend who recently tracked a small part for a broken power-washer repeatedly was told by service centers the part was no longer available; after several phone calls, he found it at a small repair shop for lawn and garden equipment in Port Jefferson.

Consider extended service warranties. On major purchases, buying an extended warranty often is a good idea. Some tools and appliances are difficult to repair - a built-in oven, for example - and service calls can be as much as $75 per visit.

When we moved into our new house in 1997, I purchased new lawn-and-garden equipment. For $79, I opted for a three-year extended warranty on my self-propelled power mower. The warranty included an annual tune-up, free replacement of any worn or broken part and blade sharpening. A tune-up usually is $39 - I got three - and the service center also replaced the front wheels on the mower, about a $75 value, including labor.

Before you buy, study the length of warranty and its coverage of parts and labor. A longer, more thorough warranty is a sign a manufacturer has confidence in its product.